Silvassa
Job Responsibilities
•Create a value added CS experience for Customers and Stakeholders
•Enhance current systems and processes of Logistics, warehouse, inventory management
•Closely work with internal stakeholders viz; Planning, Procurement, Sales to ensure CS is as per defined SLAs and Charter.
•Responsible for setting up the goals and key performance indicators for customer service organization
•Responsible for supervision, review and managing of customer service function.
•Conducting CS experience reviews with key customers so as to enhance service proposition
•Work closely with the IT function to enhance the system capabilities of the customer service in the organization.
•Regular interaction with the stakeholders for understanding any concerns with respect to the customer service organization and providing
solutions to resolve any concerns raised by customer.
•Facilitate and improve the interface links between the customer service organization and relevant functions.
Job Purpose: The role of a Manager (Customer Service ) – is to provide overall leadership to the customer service team and work closely with
the plant and sales team, customers to achieve overall objective of best-in-class service by SG Insulation in the industrial & building segments.
•Inventory management
•Resolving the day to day queries being escalated from the customer service executives and other stake holders.
•Responsible for the hiring, training and development of the customer service representatives in the team.
•Compliance of Departmental Procedures ( ISO , 5’s,WCM & safety at Warehouse )
•EXIM
BE / MBA Operations / SCM as an added advantage
10 to 12 years of relevant experience
NATURE OF EXPERIENCE
• Overall understanding of various functions such as Sales, Manufacturing, Logistics, Planning,
Finance, etc
• Understanding of Budgets, Forecasts and SAP
• Experienced in relevant area of customer service.
SPECIFIC SKILLS/PERSONAL ATTRIBUTES
1.Result Focus
2.Team work
3.Customer Focus
4.Team Leadership and People Involvement
5.Listening & Communication